Digital Innovation Improves Customer Experiences
The majority of CIOs and other tech leaders feel under pressure to constantly improve their organization’s customer experience (CX) through digital innovation.
73% of the CIOs and other IT executives and managers surveyed said digital tech is disrupting their industry.
60% said their organization has spent at least $1 million on digital innovation/transformation projects within the past 12 months.
62% said digital projects have created more efficient working processes during the past 12 months, and 44% said they have increased worker productivity.
Improving customer experiences: 63%.
Creating services and CX that stand out from the competition: 49%.
Improving end-user experiences: 46%.
80% of the IT leaders surveyed said they feel under pressure to constantly improve their customer experiences with technology. 52% said they have made significant improvements in transforming CX with digital innovation.
Only 41% said they can make use of recent customer data in real time. The average minimum age of customer data that can be used is 28 hours.
90% of the respondents said the revolutionary potential of digital projects is often discussed, but they mostly deliver only incremental improvements.
40% of the IT leaders surveyed said a lack of resources represents a major obstacle in using data for new digital services, while 39% cited the complexity of using multiple technologies.
36% said the reliance on legacy database technology represents a major obstacle in using data for new digital services, while 32% cited a lack of needed skills.